Forum Heroes

Our Heroes are outstanding customer professionals, with exceptional personal contribution in developing professionalism and best practice.


2013 Planning Forum Heroes

Published on 21 April 2013

2013 Planning Forum Heroes

The Planning Forum Hero awards are now in their 4th year. Each year outstanding contact centre planning professionals are chosen to join the small, elite but growing band of Heroes. These individual awards recognise the exceptional personal contribution they have made in developing the contribution of planning within their own organisations and developing best practice and professionalism in the wider industry.

Jonathan George, Operations Director, White Concierge
This hero will be known to everybody in the community, and if you do not know who he is, then it's you who has not been networking enough. An industry champion of best practice who has a long history of attending events, awards and best practice sessions, but not just for a night or two away from the office, but to develop understanding and insight into all aspects of what works and does not work within the customer contact industry. In his career he has a proven and award winning record of not only understanding the importance of planning and effective structure but also implementing best practice that is industry leading, but always different and unique depending on the demands of his customers, colleagues and the company at that time. 

Simon Butler, Resource Planning Manager, DLG
This Hero is the blue print for a true planning professional. He has been an active member of our community for a number of years, not only taking best practice and ideas back to the office, but also giving back to the community. This 3 time award finalist drives excellence in every planning function he is involved with, but always searching for the next great idea to incorporate within his organisations. An industry pioneer who is at the forefront of accreditation. A professional accreditation member, part of the pilot for business accreditation and the representative for the entire planning community at the recent University validation panel that secured the first BSc for our industry.

David Conway, Performance Improvement and Quality Manager, UKAR
A true believer in Customer 3.0, this Hero has been at the forefront of this movement driven by the Professional Planning Forum. A host of site visits, Master classes, queries and discussions his passion for this topic knows no bounds as he is committed to driving quality forward in his own company and the industry at large. Regardless of workloads or commitments this individual never says no to any opportunity to push the quality agenda internally or for the quality community. 

Jamie Campbell, Forecasting and Scheduling GI Sales, LV=
An up and coming star of our industry, this individual has displayed a passion for planning within his own organisation and as part of the wider community. He has not only delivered remarkable results but the behaviours and way he embraced the challenge have been remarkable, a role model that he has received positive feedback from directors and regional managers … Truly excellent. A keen interest in the forum’s work on flexibility has enabled him to contribute further, sharing experiences and examples as part of the forums soon to be completed book. 

Claire McMillan, Senior Capacity Planning Analyst, Tesco Bank
The final award goes to a graduating specialist certificate student, who has taken significant strides during her programme. 12 months ago, she stood up and shared her development as a presenter at Blackpool's conference, a feat that took a lot of courage, a new experience which she handled with aplomb. She has supported many of this year’s students on their benchmark research, long after she had finished her own. A point of reference for other members on a range of topics; from finance, annualised hours, working for her employer, working to no targets, working in Scotland, and the list goes on. If she can help, she will, and if she can't she will make the effort to support in ANY way she can. A true up and coming star in our industry.

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